{"id":19344,"date":"2018-01-08T13:52:22","date_gmt":"2018-01-08T12:52:22","guid":{"rendered":"https:\/\/www.centreon.com\/creer-des-tickets-dincidents-servicenow-depuis-centreon\/"},"modified":"2023-12-21T14:49:38","modified_gmt":"2023-12-21T13:49:38","slug":"creer-des-tickets-dincidents-servicenow-depuis-centreon","status":"publish","type":"post","link":"https:\/\/www.centreon.com\/fr\/creer-des-tickets-dincidents-servicenow-depuis-centreon\/","title":{"rendered":"Cr\u00e9er des tickets d’incidents ServiceNow depuis Centreon"},"content":{"rendered":"

Cet article est le premier d’une s\u00e9rie de deux articles consacr\u00e9s \u00e0 l\u2019int\u00e9gration entre les solutions Centreon et ServiceNow. Aujourd’hui : la gestion des tickets d’incidents.<\/em><\/p>\n

Supervision et ITSM, deux univers faits pour s’entendre<\/h2>\n

Votre plateforme de supervision est un \u00e9l\u00e9ment cl\u00e9 dans l\u2019environnement de production de votre SI, lequel comprend aussi une plateforme ITSM, en charge de la gestion des services informatiques, et un ensemble d’outils de type IT Automation, qui permettent d’automatiser les mises en production.<\/p>\n

C’est la parfaite int\u00e9gration entre ces trois domaines qui d\u00e9termine la valeur d’usage de votre environnement de production : combien m\u00eame chacun des domaines est-il couvert par une des plateformes leader du march\u00e9, c’est en connectant ces plateformes entre elles que l’on r\u00e9alise pleinement leur proposition de valeur.<\/p>\n

\u00c0 ce titre, la solution Centreon poss\u00e8de un ensemble de connecteurs con\u00e7us pour r\u00e9aliser ces interconnexions, dont un connecteur vers une des solutions ITSM et ITOM au succ\u00e8s grandissant : ServiceNow.<\/p>\n

Lorsqu’il s’agit de s’interfacer avec une solution ITSM, le premier besoin exprim\u00e9 concerne la gestion des incidents : si la plateforme Centreon g\u00e9n\u00e8re des alarmes sur les \u00e9l\u00e9ments supervis\u00e9s, c’est la solution ITSM qui permet l’ouverture d’un incident, sous forme d’un ticket, et la bonne gestion des ressources humaines et techniques qui faciliteront le suivi et la r\u00e9solution de l’incident.<\/p>\n

Centreon propose d\u00e9j\u00e0 un module Open-Ticket qui comme son nom l’indique permet l’ouverture d’un ticket d’incident directement depuis la console de supervision. Ce module dispose d\u00e9sormais d’un connecteur vers la solution ServiceNow.<\/p>\n

Configuration de l’interface<\/h2>\n

ServiceNow est une solution SaaS qui propose une API d\u00e9di\u00e9e \u00e0 la gestion d’incidents. Le module Open-Ticket de Centreon permet d\u00e9sormais de configurer son interface vers cette API. Les param\u00e8tres n\u00e9cessaires concernent l’identification de votre compte sur une instance ServiceNow, et son authentification :<\/p>\n

\"supervision,<\/p>\n

A noter que l\u2019IHM Centreon propose de v\u00e9rifier le bon param\u00e9trage de l\u2019interface en testant la connexion (bouton \u201cTest\u201d).<\/p>\n

Ouverture d’un ticket ServiceNow depuis la console de supervision Centreon<\/h2>\n

La solution Centreon propose \u00e0 ses utilisateurs une palette d’actions pour g\u00e9rer efficacement les alertes d\u00e9tect\u00e9es, comme par exemple l’acc\u00e8s \u00e0 une base de connaissance, le d\u00e9clenchement d’un script d’auto-rem\u00e9diation, l’arr\u00eat temporaire de la supervision ou l’ouverture d’un ticket de gestion d’incident dans un outil tiers.<\/p>\n

Lorsque Centreon est interfac\u00e9 avec ServiceNow, la solution propose non seulement l’ouverture d’un nouveau ticket mais permet aussi de remplir les principaux champs qui permettront d\u2019assurer un traitement efficace de l’incident. Les valeurs propos\u00e9es sont celles d\u00e9finies dans ServiceNow. Par exemple, l\u2019interface graphique propose d\u2019assigner le ticket \u00e0 un utilisateur ou un groupe d\u2019utilisateurs ServiceNow.<\/p>\n

\"supervision<\/p>\n

Le ticket ouvert dans ServiceNow contient automatiquement toutes les informations de supervision relatives \u00e0 l’alerte, \u00e9vitant ainsi d’effectuer une op\u00e9ration de copier\/coller. A noter qu’il est possible d’ouvrir un seul et m\u00eame ticket traitant de multiples alertes.<\/p>\n

Les alertes donnant lieu \u00e0 l’ouverture d’un ticket prennent automatiquement l’\u00e9tat \u00ab\u00a0Acknowledge\u00a0\u00bb, signifiant ainsi que l’incident a \u00e9t\u00e9 pris en compte et est en cours de r\u00e9solution. Une r\u00e9f\u00e9rence hypertexte au ticket est associ\u00e9e \u00e0 l’alerte, permettant \u00e0 tout moment d’acc\u00e9der depuis Centreon aux d\u00e9tails de l’incident dans la plateforme ServiceNow.<\/p>\n

Int\u00e9grer Centreon, c’est assurer la productivit\u00e9 des \u00e9quipes op\u00e9rationnelles<\/h2>\n

Ce connecteur ServiceNow s’ajoute \u00e0 la liste des interfaces d\u00e9j\u00e0 disponible pour cr\u00e9er ses tickets d’incidents depuis Centreon : interfaces vers les plateformes EasyVista, ITOP, GLPI et OTRS.<\/p>\n

Centreon est une plateforme ouverte, c\u2019est-\u00e0-dire qu’elle est con\u00e7ue pour que de nouvelles interfaces puissent y \u00eatre ajout\u00e9es sans n\u00e9cessiter l’intervention des \u00e9quipes R&D Centreon. Ainsi, il serait facile, dans le cadre d’un projet de d\u00e9ploiement d’une solution de supervision Centreon, d’ajouter une interface vers une autre solution ITSM que celles cit\u00e9es pr\u00e9c\u00e9demment : l’\u00e9quipe de consultants Centreon ProServices ou les partenaires certifi\u00e9s Centreon sont form\u00e9s \u00e0 cet exercice.<\/p>\n

Car il en va de la productivit\u00e9 de vos \u00e9quipes op\u00e9rationnelles : chaque gain de temps dans l’usage de multiples plateformes sp\u00e9cialis\u00e9es, chaque gain de pr\u00e9cision dans l’\u00e9change d’informations techniques d\u00e9taill\u00e9es, est un atout de plus pour garantir la performance op\u00e9rationnelle de votre SI.<\/p>\n

Dans quelques semaines, un nouvel article traitera d\u2019une nouvelle interface entre Centreon et le module Event Manager de ServiceNow, un hyperviseur aux fonctionnalit\u00e9s avanc\u00e9es.<\/em><\/p>\n

Plus d’informations sur Centreon<\/a><\/p>\n

 <\/p>\n","protected":false},"excerpt":{"rendered":"

Cet article est le premier d’une s\u00e9rie de deux articles consacr\u00e9s \u00e0 l\u2019int\u00e9gration entre les solutions Centreon et ServiceNow. Aujourd’hui : la gestion des tickets d’incidents. Supervision et ITSM, deux univers faits pour s’entendre Votre …<\/p>\n","protected":false},"author":1,"featured_media":4297,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"post-type":[95],"theme":[1020],"class_list":["post-19344","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","post-type-bonnes-pratiques","theme-centreon-fr"],"acf":[],"yoast_head":"\nCr\u00e9er des tickets d'incidents ServiceNow depuis Centreon<\/title>\n<meta name=\"description\" content=\"Votre plateforme de supervision est un \u00e9l\u00e9ment cl\u00e9 dans l\u2019environnement de production de votre SI, lequel comprend aussi une plateforme ITSM.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" 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